Real-Time Operations Control Lead (Hybrid)

Go Fractional; Liverpool; Híbrido; GBP 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hybrid working

£250 flexible benefits allowance

23 days holiday + bank holidays

LinkedIn Learning access

Bonus potential

Up to 25% discount on Very.co.uk

Matched pension up to 6%

Descripción de la vacante

The Very Group is seeking a proactive Data Analyst to join our customer care and operations teams in Liverpool. You will monitor real-time data to drive robust decisions that maximise efficiency, productivity and service delivery across channels.

You will work with Ops Control Analysts and planning teams to shape the daily schedule and resource plan. Ideal candidates will have experience in real-time data supervision, workforce management or call centre analytics, with a collaborative mindset

Responsabilidades

• Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate.
• Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
• Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
• Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
• Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
• Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.

Descripción del empleo

The Very Group is seeking a proactive Data Analyst to join our customer care and operations teams in Liverpool. You will monitor real-time data to drive robust decisions that maximise efficiency, productivity and service delivery across channels.

You will work with Ops Control Analysts and planning teams to shape the daily schedule and resource plan. Ideal candidates will have experience in real-time data supervision, workforce management or call centre analytics, with a collaborative mindset